Amazon Connect Setup

Use this guide when you want Palette Calls to place and receive calls through your Amazon Connect instance.

Prerequisites

• An active Amazon Connect instance with administrator access.
• At least one queue, routing profile, and agent user in Amazon Connect.
• A phone number claimed in Amazon Connect if you want to receive inbound calls.
• A secure HTTPS origin for Palette web and for the hosted macOS Calls window.

1. Prepare Amazon Connect in AWS

In the Amazon Connect admin console:

1. Create or open your Amazon Connect instance.
2. Claim a phone number if you need inbound calling.
3. Create or confirm the queue that Palette should use for outbound calls.
4. Assign agents a routing profile and security profile that allow voice handling.
5. Confirm each agent can sign in to the CCP and handle a test voice contact in Amazon Connect before connecting Palette.

2. Allow the Palette origin and use CCP v2

Palette embeds Amazon Connect by loading the CCP in the browser or in the hosted desktop Calls page, so the Palette origin must be approved in Amazon Connect.

1. In Amazon Connect, add the Palette web origin to the approved allowlist for application integration.
2. Use HTTPS origins only.
3. Copy your CCP v2 URL. The URL should point to the ccp-v2 page for your instance.

Examples:

• https://your-instance.my.connect.aws/ccp-v2/
• https://your-instance.awsapps.com/connect/ccp-v2/

3. Create the Amazon Connect integration in Palette

1. In Palette, open Workspace > Integrations.
2. Click Amazon Connect.

This creates the workspace integration record. The initial record is only a placeholder, so you still need to complete the Calls setup in the next step.

4. Finish setup in the Calls page

1. Open Contact > Calls in Palette.
2. Fill in the Amazon Connect configuration fields:
   • CCP URL: your Amazon Connect ccp-v2 URL
   • Instance ID: your Amazon Connect instance identifier
   • Region: for example us-west-2
   • Default Queue ID: the queue used for outbound dialing by default
   • Default Caller ID: the outbound number to show when Connect supports it
   • Default Outbound Flow ID: optional, if your workspace uses a dedicated outbound flow
   • Hosted Calls URL: required for the macOS hosted Calls window
   • Allowed Origin Status: track whether the Amazon Connect allowlist is fully verified
   • Default Country Code: default country code used for phone normalization
3. Save the configuration.

After saving, refresh the Calls page and sign in to Amazon Connect in the embedded CCP when prompted.

5. Validate inbound and outbound calling

Run these checks before rolling the feature out to your team:

1. Place an outbound test call from Palette Calls.
2. Call the claimed Amazon Connect number from an external phone and confirm the inbound call appears in Palette.
3. Verify the call log is created in Palette and linked to the matched contact or company when the phone number is known.
4. If you use the macOS app, open the hosted Calls window and confirm it loads from the configured HTTPS URL.

Troubleshooting

• If the embedded CCP does not load, verify the Palette origin is approved in Amazon Connect and that you are using ccp-v2.
• If the macOS app cannot receive calls, confirm the Hosted Calls URL is set to an HTTPS page that can load the Amazon Connect CCP.
• If calls appear in Amazon Connect but not in Palette, re-open Workspace > Integrations and confirm the Amazon Connect channel exists, then verify the Calls page configuration was saved.

AWS references

• Create an Amazon Connect instance
• Add approved origins for application integration
• Upgrade to CCP v2 and Streams
• Set up routing profiles, queues, and users
• Make outbound calls in the CCP
• amazon-connect-streams README